We want to make returns and complaints as easy as possible for you. Please contact us before returning any items so that we can determine the appropriate return address and shipping method for your order.
Returns within the cancellation period
Consumers generally have a statutory 14-day right of cancellation.
Detailed information on deadlines, requirements, and consequences of cancellation can be found in our Cancellation Policy.
Please contact us via email or through our support team before returning any items.
We will then provide you with the relevant return address and, where possible, a suitable return label.
Please do not return goods to our business address or a warehouse on your own initiative without prior coordination.
Depending on the product and the reason for the return, the item may be sent to Evergold GmbH or to a designated logistics or partner warehouse.
Return shipping costs for cancellations
In the event of a cancellation without a product defect, the consumer generally bears the direct costs of the return shipment in accordance with our cancellation policy.
Especially for larger or heavy products, we recommend coordinating the return with us beforehand. This allows us to organize a suitable and more cost-effective shipping solution if necessary.
Complaints regarding defects or damage
If your product is damaged, defective, or not functioning properly, please contact our support team first.
Please send us the following if possible:
- Order or invoice number
- A brief description of the problem
- Photos or videos, if these are helpful for assessment
- Serial number of the device, if available
We will review the case and inform you of the next steps.
Returns for justified complaints
If a return is necessary due to a defect, we will inform you where the product should be sent.
In the case of justified claims for defects, we will cover the necessary return shipping costs. As a rule, we will provide a return label or a suitable return solution for this purpose.
Depending on the product and the type of complaint, the return may be made directly to a service, logistics, or partner warehouse designated by us.
In the event of a complaint, please do not organize a paid return on your own initiative before you have received the return information from us.
Inspection and further processing
After receipt or inspection of the complaint, we will inform you of the further procedure.
Depending on the situation, this may include a repair, replacement delivery, or another legally provided solution.
Your statutory warranty rights remain unaffected.
Transport damage
If you notice visible damage to the packaging upon delivery, we ask that you document it if possible and inform the delivery person.
Please contact us as soon as possible afterwards and send us photos of the packaging and the damaged product.
This also does not restrict your legal rights.
Contact for Returns & Complaints
Evergold GmbH
Email: info@evergold.de
Support: +49 155 65264192
Business WhatsApp: +49 155 65264192
